Service Digitization
Project Overview
Client: Halton Region
Industry: Public Sector, Community Services
Go live: September 21, 2024
Halton Region embarked on a digitization journey to modernize eight critical services, leveraging Salesforce to improve service delivery, enhance operational efficiency, and provide a seamless user experience.
Goals
Digitize Core Services:
Transition paper-based processes to digital platforms for increased efficiency.
Enhance User Experience:
Simplify interactions for residents and tenants through self-service portals and automated processes.
Improve Operational Efficiency:
Streamline workflows, automate tasks, and optimize resource allocation across departments.
Approach
Comprehensive Salesforce Implementation:
- Built eight distinct services using Salesforce to address specific community needs.
- Leveraged digital portals, automation, and centralized data management for each service.
User-Centric Design:
Designed self-service portals for residents, tenants, and service providers to ensure ease of use.
Integrated Automation:
Automated workflows, eligibility checks, notifications, and reporting to reduce manual effort.
Scalable and Compliant Systems:
Ensured all solutions adhered to compliance standards while allowing for future scalability.
Results
Improved Resident Experience:
Self-service portals and real-time updates enhanced accessibility and satisfaction.
Operational Efficiency Gains:
Automated workflows reduced manual tasks, saving time and resources.
Transparency and Accountability:
Centralized data management ensured accurate tracking and reporting across all services.
Scalable Solutions for Future Growth:
The digitized services were designed to adapt to evolving regional needs.